Firstly, great job on ServiceBot. I think it's quite good and has potential to become even better. I didn't come across a post on the forum for ServiceBot yet so I'm just creating one here. Feel free to move/merge/etc if required.
One suggestion I have is the ability to setup the Bot to post updates into a specific channel that only relate to a certain type of service request. As an example, I would like all our commercial approval tickets to go into a dedicated channel.Would be good to say if the service request is of type X, Y, Z...then post here. Otherwise you could do it based on the ticket category.
A bug I've seen is that on the home section when viewing the Bot in Slack, it's showing a whole bunch of tickets that aren't relevant to me. As an Admin, I can see all tickets so I suspect this is causing issues with it. It would be good if I could select the Saved Search here in Slack so I can pick the types of tickets I can see in the Bot home.
